Head of Support
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Role in brief
This iGaming brand is expanding into Latin America and needs a Head of Support to manage its customer service operations. The role involves building and leading a support team, ensuring key performance indicators are met, and handling complex player inquiries. Candidates with iGaming and LATAM experience, Spanish language skills, and a background in leading support teams should apply.
About the role
This position centers on the complete management of the customer support department for an iGaming brand. The Head of Support will be responsible for overseeing all aspects of player assistance, from initial contact to conflict resolution. A core part of the role involves ensuring the team meets critical performance metrics such as first response time, problem resolution time, and customer satisfaction scores (CSAT). The successful candidate will drive the operational efficiency and quality of player interactions.
A significant component of this role is team development and leadership. The Head of Support will be tasked with onboarding and training new employees, fostering a skilled and effective support team. Beyond team management, the role requires direct involvement in resolving complex and potentially contentious player inquiries, demonstrating an ability to handle challenging situations independently. This blend of strategic oversight and hands-on problem-solving is key to success.
The brand is specifically expanding into the LATAM market, making regional understanding crucial. The Head of Support will need to leverage their knowledge of player mentality, expectations, and behavioral patterns within Latin America to tailor support strategies effectively. Success in this position means not only building a high-performing support team but also ensuring that the service provided resonates with and effectively serves the LATAM player base, contributing to the brand's growth in the region.
Skills that matter here
- Experience in igaming: This role requires 1-2 years of iGaming experience to understand the industry's specific customer service demands and player expectations.
- Experience working with LATAM: Understanding the unique player mentality and behavioral patterns in Latin America is essential for tailoring effective support strategies.
- Spanish language from B1: Proficiency in Spanish is necessary to communicate effectively with LATAM players and team members.
- Experience in leading a support team: The role involves full-cycle management, including onboarding and training, requiring prior leadership experience in a support environment.
- Working with ticket systems and CRM: Familiarity with these tools is needed to manage player inquiries, track performance, and maintain customer relationships efficiently.
Who this role suits
- A leader who can build and mentor a support team while also handling complex player issues directly.
- Someone with a deep understanding of the iGaming customer service landscape, particularly within the LATAM region.
- An individual who values autonomy and can propose innovative solutions rather than adhering strictly to templates.
- A professional who is driven by performance metrics like CSAT, first response time, and problem resolution time.
From the employer
- Full cycle management of the support department.
- Control of KPI compliance: first response time, problem resolution time, CSAT.
- Onboarding and training of new employees.
- Handle complex and conflict inquiries from players independently.
- Experience in igaming: 1-2 years.
- Experience working with LATAM: understanding of player mentality, expectations, and behavioral patterns.
- Knowledge of Spanish language from B1.
- Experience in leading a support team.
- Understanding of working with ticket systems and CRM.
- Fully remote work.
- Salary discussed individually with the candidate based on expectations.
- No bureaucracy or template approach. We seek those who can think and propose.
- Growth alongside the project.
Questions about this role
What is the remote work policy for this position?
This is a fully remote position.
What is the required seniority level for this role?
This is a lead-level position, indicating a need for experienced leadership in customer support.
What are the key skills required for this role?
Key requirements include 1-2 years of iGaming experience, experience working with LATAM players, B1 Spanish language proficiency, experience leading a support team, and knowledge of ticket systems and CRM.
✓ Apply here in a minute. Your application and answers go straight to the hiring person, so you never land in a spam pile.